Customer Service Representative (CSR) - HVAC & Plumbing

The Opportunity

DNM is seeking an organized, customer-focused Customer Service Representative (CSR) to join our HVAC and Plumbing team. As the primary point of contact for customer interactions, you will play a crucial role in delivering exceptional service, scheduling service appointments, maintaining accurate customer records, and supporting our field team's operational success.

Key Responsibilities

Customer Communication & Inquiries:

• Serve as the main point of contact for all incoming calls and email inquiries regarding HVAC and plumbing services.
• Conduct outbound calls to HVAC clients for annual maintenance reminders and follow-up initiatives.
• Follow up on pending customer quotes and estimates awaiting response.

Scheduling & Dispatch Support:

• Book service calls and dispatch-related appointments for Plumbing and HVAC technicians.
• Assign incoming sales requests to Residential Sales Advisors and Estimators, scheduling their on-site assessments.

Data Entry & Profile Management:

• Create and maintain accurate, up-to-date customer profiles in our database.
• Record detailed, clear notes for job bookings and specific client/building requests.
• Scan and attach membership documentation to customer profiles and issue digital copies to clients.

Billing & Payments:

• Process customer payments and manage receipt/documentation administrative tasks accurately.

What You Bring

• Strong active listening, verbal, and written communication skills.
• High attention to detail with accurate data entry skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced service environment.
• Comfort working with customer database software and email communications.
• Friendly, professional phone demeanor with a strong customer-first mindset.

Why Join DNM

• Benefits 100% paid by DNM: no premiums out of your pocket
• RRSP matching to help you build for the future
• Incentive program that rewards performance
• Employee Assistance Program (EAP) for you and your family
• Twice-yearly performance reviews, so your growth is a regular conversation
• A clear path to advance as our safety team grows

OUR People. OUR Future. ONE DNM